Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024

Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

This Frost Radar™ has ranked the key companies in the Asia-Pacific cloud contact center services industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.

The Growth Index is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies.

The Innovation Index is a measure of a company’s ability to develop products, services, and solutions that demonstrate a clear understanding of disruptive megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs.

Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the Internet or dedicated access) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or provider. Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis.

This study covers multi-tenant and multi-instance cloud contact-center-as-a-service (CCaaS) applications but does not include on-premises-based. This analysis covers multitenant and multi-instance cloud contact center applications as well as premises-based multi-instance and cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside a customer's premises and accessed using the Internet or through a dedicated access point.

While Frost & Sullivan research on this industry includes close to 50 service and solution providers, this Frost Radar™ profiles the 16 more significant players in market reach, user adoption, growth rates, product innovation, and customer experience.